dr. khaled ali youssef, video mediated, communication channel, e-services_25-2-2008

VIDEO-MEDIATED AND LIVE INTERACTIONBASED COMMUNICATION CHANNELS:TOWARDS BETTER E-GOVERNMENT

PERFORMANCE

Khaled Ali, Ph.D.Lecturer (Assistant Professor)

Department of Architectural EngineeringAssiut University, Egypt

The 3rd e-Services Symposium in the Eastern Province of Saudi Arabia

Khobar, Saudi Arabia, 26-27 February, 2008

ملخص البحث:ملخص البحث:

في إطار تشجيع تداول المعلومات وتيسير تلقي الخدمات عبر ، والتي تمكنت اإلليكترونية الحكومة مشروعات نشأتالشبكات

الكفء كاالتصال النوعية األهداف العديد من تحقيقمن والشفافية تقديم الخدمات، والمركزية بين اإلدارات، والفعال

.والمحاسبة الرقابةودعم تحقيق

إال أن تنامي االعتماد على مشروعات الحكومة اإلليكترونية في التباين التي جاء على رأسها التحدياتأفرز العديد من

وصعوبات بين مقدم الخدمة ومتلقيها اإلتصال قناة إختيار غموض أو تعقيد عبر الشبكات السيما مع تزايد درجة التواصل

الخدمات المقدمة.

إليجاد والتطلعات الرغباتوكنتيجة لهذه المعوقات تنامت تستهدف دعم التواصل تقليدية غيرقنوات وأنماط إتصال

وتحسين مستوى تقديم الخدمة، األمر الذي تم اعتباره أحد أهم إجراء هذا البحث.دوافع

The 3rd e-Services Symposium Slide 2 of 30Khobar, Saudi Arabia, 26-27 February, 2008

VIDEO-MEDIATED AND LIVE INTERACTION BASED COMMUNICATION CHANNELS: Towards Better e-Government Performance

ملخص البحث:ملخص البحث:

بين مفهRRوم التكامRRلوفي هRRذه الورقRRة البحثيRRة، تم إجRRراء الوسRائط عRبر التواصRل بالصRوت والصRورة أو المباشRر التواصRل

وقنRRوات وأنمRRاط االتصRRال التقليديRRة، ليتم صRRياغة المتعRRددة"قنRRوات االتصRRال المعتمRRدة على أطروحRRة نظريRRة تم تسRRميتها

Video-Mediated andالوسRائط المتعRددة أو التواصRل المباشRر Live Interaction Based Communication Channels .“

وتسRتهدف األطروحRة النظريRة العديRد من األهRداف من أهمهRا: دائRرة تقRديم وتلقي الخRدمات اإلليكترونيRة واتسRاع مRدى اتسRاع

قنRوات وأنمRاط االتصRال، وعمRق تعدديRة بالتبعيRة، دعم االختيRار والتواجRRRد على الRRRرغم من التباعRRRد بالحضRRRوردعم اإلحسRRRاس

المكRRاني بين مقRRدم الخدمRRة ومتلقيهRRا، ومحاولRRة التغلب على الحالية. االتصال معوقات



Paper OrganizationPaper Organization

For the aim of the work to be attained and the objectives to be accomplished, the paper is divided into 4 parts:

For the aim of the work to be attained and the objectives to be accomplished, the paper is divided into 4 parts:

IntroductionIntroduction

Why InnovativeCommunication Channels?

Why InnovativeCommunication Channels?

A Proposed ModelA Proposed Model A Video-Mediated and Live InteractionBased Communication Channels

A Video-Mediated and Live InteractionBased Communication Channels

• Challenges of Existing Communication Channels• Prospects toward Innovative Channels • Advancements in Computer and Networking Technologies

• Challenges of Existing Communication Channels• Prospects toward Innovative Channels • Advancements in Computer and Networking Technologies

• E-government Projects: Phases of development• Aim & Objectives - Methodology - Scope & Limitations• E-government Projects: Phases of development• Aim & Objectives - Methodology - Scope & Limitations

Conclusions andFuture Work

Conclusions andFuture Work

Conclusions of the workPossible Directions for Future Work

Conclusions of the workPossible Directions for Future Work

Paper Organization

1- Introduction Aim – Methodology Scope and Limitation

2- Why Innovative Communication Channels?

3- Proposed ModelCommunicationChannel

4- Conclusions and Future Work



1- Introduction1- Introduction

As e-government projects are argued to rapidly move from a phase to another, a rising mismatch of

channel preferences and increasing difficulties of communication came to the surface, the fact that

stimulated the prospect for multiple and innovative channels of communication.

With the evolution of e-government projects, models to study phases of development were built, according to the degree of change, role of technology, degree of

complexity and the targeted benefits.

E-government Projects: Development Phases Development Phases








Reacting to current miscommunication challenges and the rising mismatch of preferences, the paper

aims at studying the possibility of proposing a model for innovative channels of communications through

accomplishing the following objectives:

1-1 Aim and Objectives: Moving a step forward Moving a step forward

Exploring the miscommunication challenges in e-government projects and investigating the

reasonability of searching for new channels of communication.

Deriving the main attributes of the demanded innovative channels.

Sketching a draft model of video-mediated and live interaction based channels, investigating how they

can be design and implemented.








First, the motives that stimulate the demand for innovative channels are presented, current

miscommunication and mismatch challenges are explored, the opportunities offered by the rapid

advancement of computer and networking technologies are briefly introduced, and prospects

toward innovative channels are highlighted.

Second, the main attributes of the demanded innovative channels are derived.

At last, a draft model is sketched; arguing how the proposed innovative channels can be designed

and implemented.

1-2 Methodology: How to do it? How to do it?








In this paper, the reasonability of looking for innovative channels capable of overcoming current

communication challenges, their attributes, and possibilities of applications are studied; while

detailed design and implementation as well as the technical requirements needed remain the issue of

another work. As for the type of services, the paper stresses only

on the interactive category of services, as they are intended to be strongly affected by the offered

innovative communication channels.

As a reference point, a scope is given to Dubai e-Government (DEG) as a leading project in the Middle

East region

1-3 Scope and Limitations: What should the paper focus on? What should the paper focus on?












Approach:Where are e-government Projects?& Where are they going?

Approach:Where are e-government Projects?& Where are they going?

Scope:

CHANNELS OFCOMMUNICATION

Scope:

CHANNELS OFCOMMUNICATION

Challenges:•Complexity and ambiguity of services.•Communication difficulties.•Personal challenges: age, illiteracy, ..etc•Mismatch of preference between government and citizens•Website channels lag behind front desk and phone.

Opportunities:•Continuous advancements in computer and networking technologies.•Lessons learnt from communicative spaces and similar applications.Prospects:• Multiple innovative channels.•Enablement.•Costumer-centric communication

TechnicalInstallations

SpatialConfigurations

Classificationof Services

Mission:Design and Implementation

Mission:Design and Implementation

In this research

Future Work

Opportunities & Challenges

Aim:Studying the possibility of rationally reacting to the posed challenges and moving a step forward.

Aim:Studying the possibility of rationally reacting to the posed challenges and moving a step forward.

Methodology:Integrating existing channels with advancements in computer and networking technologies.

Methodology:Integrating existing channels with advancements in computer and networking technologies.

Target:A draft model of multiple

innovativecommunication channel

Target:A draft model of multiple

innovativecommunication channel

The approach, scope, aim, methodology, target and mission of the research can be summarized as follows.

Summing up,



2- Why Innovative Communication Channels?2- Why Innovative Communication Channels?





In investigating what stimulates the interest in searching for innovative channels of communication, three key motives appeared to be the most notable:

In this part of the paper these three motives are spotlighted.

Challenges of Existing Communication Channels Prospects Toward Innovative Channels

Advancements in Computer and Networking Technologies



While Governments prefer website based channels being guided by rational arguments like the cost

efficiency of channels, citizens prefer front desk and phone, especially for conversation and consultation

2-1 Challenges of Communication Channels

Mismatch in channel preferences between the government and its citizens.

Mismatch in channel preferences between the government and its citizens.





Source: Ebbers et al (2007)

Government

Citizens




Recent studies from Switzerland, Canada, Australia and the Netherlands show the dominance of front

desk and phone as the most preferred communication channel types.


The dominance of front desk, phone and post over

website based channels







Percentages of interactions in four countries

13%19%30%14%Post (and/or Fax)

24%13%25%24%Internet

28%28%55%54%Phone

33%46%48%55%Front desk

The NetherlandsAustraliaCanadaSwitzerlandCountry channel




As documented in Dubai eGovernment

2006 4th quarter report, the number of requested online text chats was only 54 and the handled e-mails comprised

for 793 emails, where the total

number of answered calls

reached 34250.













In explaining why a certain channel of communication is preferred by citizens, 3 key factors

seemed to announce themselves:










- Personal factors (i.e. age and educational level)

- Task and problem factors (complexity and ambiguity)

- Situational factors




To overcome the mismatch, new multi-channel management models have been built; i.e. Ebbers et

all (2007).













Studies show that e-services are, on average, 20 times less expensive than face-to-face services, not

to mention the improving service levels, the increased transparency, and the greater

convenience; the fact that explain why in recent years there has been increasing pressure on

governmental entities as well as the private sector for better e-government performance.

2-2 Prospects Toward Innovative Channels

E-services and cost reductions, transparency, convenience and better performance






According to the American Customer Satisfaction Index (ACSI), citizen satisfaction with e-government

should not decline. Loyalty should be assigned to website based channels and online interactions.




In addressing where e-government projects are going, innovative multiple channels are disputed

central to development proposals and future prospects. In DEG, as an example, e-services are

intended to be provided through multiple innovative channels in a customer-centric manner.

2-2 Prospects Toward Innovative Channels







Summing up, functionality, usability, accessibility, enablement, innovativeness of communication

channels can be considered perceptible indications of consideration and regard, which any user-centered e-

government should pay attention to.




2-3 Advancements in Computer and Networking Technologies

A) Rapidly Increasing Computer Capacity and Network

Bandwidth

A) Rapidly Increasing Computer Capacity and Network

Bandwidth





Electronic technology is seen to have revolutionary progress. As an example:


"When the PC was first introduced in the early 1980s, who could ever

expect the use of PCs to become what it is today?“ Bjorkdahl, Per

(1999)

RAM Capacity Fiber optic material 3G semiconductor materials

Audio/video frequency technology

Broad-brand orientations

Satellite communication

Combination of wireless and wired communication technology

3G communication technology




B) The rise of Tele-presence B) The rise of Tele-presence






Numerous applications showed tele-presence to become a reality. As an example:

‘Ambient Telepresence: Colleague Awareness in Smart Environments’ (ellersen, Hans-W & Beigl Michael, 1999)

'Video-Mediated Communication in the Classroom to Support Sick Children: A Case Study' (Deborah, Fels1 & Patrice)

'Towards Multi-Site Collaboration in Tele-Immersive Environments‘ (Wuy et all, 2007 )

'Private and Public Spaces; the Use of Video Mediated Communication in a Future Home Environment' (Junestrand et all, 2003)




B) The rise of Tele-presence B) The rise of Tele-presence






Tele-conferencing

Virtual marriage Synchronous virtualcommunicative spaces




C) Learning from the comHOME C) Learning from the comHOME






The communicative

home (comHOME) application is a solution for the

integration of Video Mediated Communication

(VMC) into the home

environment. The solution concerns the integration of different communicative zones (comZONES), where the

resident can be seen and heard at different levels.










The different comZONES are expressed by technical solutions

such as screens and cameras and the use of architecture; i.e. spatial forms, colors, light, and materials. The architectural space can then, in combination with ICT solutions,

form an interface to the digital world.

workSPACE

videoTORSO comTABLE mediaSPACE










ComHOME application is seen to effectively exploit ICTs to create communicative spaces; opening the

door on further applications.

It is possible to integrate architecture closely with ICTs to support remote and synchronous

communication. The application is argued to serve many purposes;

i.e. tele-work, tele-conferencing and tele-celebration.

The comHOME application is extremely focusing on the user; (user-centric approach).



3- A Video-Mediated and Live Interaction Based Communication Channel: A Proposed Model 3- A Video-Mediated and Live Interaction Based Communication Channel: A Proposed Model





3-1 Key Attributes

Based on the reviewed literature and being stimulated by existing miscommunication challenges, the prospects for innovative channels and the demand for better role of websites, being geared by the rapid and steady advancements in computer and networking technologies, and learning from the numerous integrated applications of telepresence, the key attributes of the demanded communication channels are derived.

However, these attributes can be classified into three broad categories; having strong correlation to the government, the citizen and the communication process.

Methodology Methodology








On the government perspective, the website is to take the priority over front desk and phone, having the capability to support real-time feedback, cost reduction, transparency and better performance.

In view of citizens, the demanded channel should be attractive, satisfactory and user-centered, paying more attention to the disable.

On the communication perspective, the channel is to be innovative, interactive, accessible, functional, multiple, integrated, website-based, telepresence-oriented, more than text chat, appropriate for complex and ambiguous situations, reduce mismatches of preference, and keep pace with computer and networking technology.

3-1 Key Attributes Taxonomy Taxonomy








"The face is an extraordinarily rich communication channel and a detailed face conveys a vast amount of subtle information, whether we wish for it to do so or not" (Donath, Judith, 2001)

3-2 A Proposed Model The idea The idea

The main idea of the proposed model is to incorporate the face; either the face of the employee only in a downloadable video material, or the faces of both the employee and the citizen in telepresence-oriented live interaction through networks; videoconference based interaction.








CommunicationPerspective

Innovative

Integrated

Interactive

Accessibility and Enablement

Morethan

text chat

Web-based

Multiple

Appropriate for complex- ambiguous

Situations

CostReduction

Minimizing front desk & phone based

channels

Real-time feedback

GovernmentPerspective

BetterPerformance

User- Centered

Attract users

UserAcceptance and

Satisfaction

CitizenPerspective

Supportbetter

communication

+ +Key

Attributes

Methodology

Integrating video-mediated and live interaction based communication capabilities closely with existing website based channel types and e-government services.

Fewer mismatchesof

preferenceFunctionalityTransparency

Better serve the disabled

Keep pace with computer/networking

technologyTelepresence based

Video-Mediated and Live

Interaction based

Capabilities

E-Services








Outcome

Alternatives

Design and

Implementation

TechnicalRequirements

SpatialConfigurations

Classificationof Services

•Qualifying governmental offices to provide services through these innovative channels.

•New built spaces to support delivering the services through these channels (Kiosks…etc)

•Software.

•Hardware.

•Cabling Solutions.

•Bandwidth: Transmission capacities.

•Classification of services according to the degree of complexity and ambiguity.

•Selection of services to be offered and delivered through the video-mediated and live interactive channels.

Opportunities & Challenges

•Economics of video mediated and live interactive based eservices.

•Readdressing the offered opportunities and the posed challenges in view of local context

DownloadableVideo

Materials

Live interaction between governmental employees and

citizens

MethodologyIntegrating video-mediated and live interaction based communication capabilities closely

with existing website based channel types and e-government services.



4- Conclusions 4- Conclusions





In this paper, a draft model of video mediated and live interaction based communication channels is sketched. The aim was to overcome existing communication challenges; i.e. miscommunication challenges and mismatch of channel preferences between the government and its citizens.

As mentioned in the body of the paper, the proposed draft model can not be limited to what have been explored in this research, the fact that shows the need for further research to become crucial. In response to that, the paper is proposed to be extended in, but not limited to, four directions; readdressing the offered opportunities and the imposed challenges in view of the local context, classifying e-services according to the degree of complexity and ambiguity, estimating the technical requirements needed, and investigating the spatial configurations, to become the issues of future work.



Thanks for Attention !!Thanks for Attention !!

dr. khaled ali youssef, video mediated, communication channel, e-services_25-2-2008

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